Iceland stops staff packing customers’ shopping at tills

Frozen food supermarket Iceland has warned shoppers of new rules around shopping being packed.

From now on, Iceland employees have been banned from packing customers shopping. Instead, customers will have to do it themselves. According to Manchester Evening News, emails have been sent to customers explaining they will no longer help when packing shopping for home delivery.

The email read: “We’re making a small change to the way our Free Home Delivery service works in store.

“Within the next few weeks, rather than packing your shopping for you, you’ll need to pack your bags yourself for your Home Delivery. This is the only thing changing, everything else is staying the same, including free delivery when you spend £20.

READ MORE: Iceland cuts prices for over-60s to help with soaring food costs

The email also tells customers, to shop as they normally would, pack at the till and book their free home delivery slot, and finally, pack their own bags. It also reminds customers to separate, frozen, chilled and grocery items into different bags.

The emailed added: “This means they’ll be stored at the correct temperatures before they’re delivered. If you usually need help to do your shopping and can’t pack your bags yourself, please speak to a member of staff in store for assistance.”

Until now, Iceland staff have packed home delivery bags, due to having to store the items in store before delivery.

However, Iceland’s website still says “Visit us in store and pick up all your fresh and frozen favourites. Head to the till and we’ll even pack your shopping.”

The grocer said in general, shoppers will need to pack their own bags, but assistance will still be available for vulnerable people, such as older shoppers or those with additional needs.

As a result of the change, many Iceland customers have taken to social media to express their anger.

One user said: “Pack the bags myself”? Why only this change? It’s good to get assistance at the checkout otherwise we’ll be holding the other customer’s up and causing massive store delays.”

Another added that trying to get a in store delivery at Iceland is now “impossible, it’s either online or carry it home, Iceland is going downhill”.

Iceland has been contacted for further comment.

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9 Comments. Leave new

  • Philip Randles
    May 24, 2022 9:08 am

    The only thing I would say is the amount of hours lost to packing bags is massive, the net result is the shop suffers with lack of replenishment of the shelves/freezers.
    It all comes down to how the store team manage the change, and lack of delivery slots needs to be addressed.

  • Anthony smith
    May 24, 2022 10:27 am

    I can see that Iceland is trying to streamline their operation & be better for the customers. The only problem I can see is that rather than have a person jump to the tills & quickly pack for the customer, you are going to have customers slowly packing the bags & creating long queues.

  • It’s a cost saving measure so they cut hours in the store. So there will be less staff around to help customers by either opening another till or replenishment.

  • Salley Shaw
    May 25, 2022 10:21 am

    What about if you’re disabled and order online fir delivery??? Who packs then ???

  • Dawn Daglish
    May 25, 2022 1:57 pm

    Well think there will be a drop in customer s hate packing shopping and a lot slower than the check out assistant is makes for more disgruntled customers

  • Colin Jones
    May 25, 2022 2:20 pm

    It’s to be hoped that they will have more than one checkout in operation and they will also have a separate area where you can bag up your shopping, otherwise there is going to be some very irate customers waiting in line

  • Disgusting what about elderly people who have got use to having their shopping packed for home delivery, despicable. Iceland you are a brilliant supermarket as regards to home delivery and online delivery, please don’t spoil it.

  • Andy Grey Rider
    May 25, 2022 11:49 pm

    I am disabled so, I will shop elsewhere in future. Your loss Iceland!


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